Description

Role Description

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

As a Customer Success Manager, Senior Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.

Your Impact

• Single Point of Accountability: Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.

• Customer Advocacy: Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.

• Success Strategy Execution: Launch and execute Customer Success Plans; renew and expand across customers.

• Issue Resolution: Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges.

• Insights and Innovation: Monitor market and customer trends.

• Health Monitoring: Track and communicate customer health metrics, customer success scores, and overall loyalty insights.

Minimum Requirements

• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).

• Minimum of 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience.

• Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.

• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.

• Deep understanding of Salesforce’s ecosystem, products, and best practices.

• Proven track record leading efforts across large, cross-functional teams to drive customer success.

• Exceptional communication, presentation, and influence skills at all organizational levels.

• Experience managing escalations and resolving critical customer situations.

• Degree or equivalent relevant experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Preferred Requirements

• Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant.

• Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter).

• Passion for helping customers drive business outcomes through AI, automation, and data.

• Previous experience working with enterprise customers and scaling innovation initiatives.

Note: This role is office-flexible, with the expectation that you will work from a Salesforce office three (3) days per week.

For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.